Senior Manager Product Support

Caterpillar Inc.•Peoria, IL

2d•$172,630 - $258,950•Onsite

About The Position

Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. The Senior Product Support Manager – Electric Power is responsible for leading the strategy and execution of product support across assigned power solutions, ensuring exceptional customer experience, product reliability, and lifecycle performance. This role serves as a critical link between customers, dealers, and internal engineering and product teams, providing advanced technical expertise to resolve complex issues, establish service level standards, and drive continuous product improvement initiatives. The role will champion customer focus and service excellence by anticipating needs, managing escalations, and implementing proactive solutions that maximize uptime and optimize total cost of ownership. Additionally, the role fosters strong cross-functional and external relationships, influences dealer performance, and develops team capabilities, while leveraging deep product knowledge and data insights to enhance serviceability, maintenance strategies, and overall product support effectiveness.

Requirements

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions. Level Extensive Experience: Facilitates creation of the 'right' products and services to resolve customer business issues. Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement. Advises others on creating customer focused environments in various scenarios. Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations. Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives. Communicates and models the criticality of customer focus as an organizational strategy.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. Level Extensive Experience: Anticipates customers' needs and satisfies them proactively. Resolves complex customer complaints or problems. Teaches others how to deliver excellent customer service in a variety of settings. Applies the concept of 'Moments of Truth' to customer service. Participates in developing a variety of effective ways to deal with difficult customers. Recovers from a service failure in a way that enhances customer's esteem of the organization.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. Level Expert: Works to create a climate that values and rewards good oral and written communication. Communicates effectively with diverse audiences, using appropriate media and language. Monitors developments in communications tools for potential use by organization. Writes reports, articles, or books for distribution to the business or professional community. Ensures important messages are clearly understood. Coaches others on methods of improving their own communications.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. Level Extensive Experience: Communicates to clients regarding expectations of all parties. Participates in negotiating the terms of the business relationship. Conducts periodic reviews of work effort, progress, issues, and successes. Maintains productive, long-term relationships with clients or vendors. Creates opportunities to educate support teams on client priorities. Empowers others to establish collaborative, healthy relationships.

Nice To Haves

Prior Product Support/Technical Rep experience
Experience managing complex site systems and extensive knowledge of the risks and high costs associated with downtime
Prior experience partnering with dealers and helping drive dealer execution and product performance, managing customer escalations, and optimizing uptime/TCO outcomes.

Responsibilities

Determining service level standards for customer service requests for product lines.
Answering technical questions for complex issues and procedures or to handle technical problems with customers' products.
Prioritize and implement product improvements related to customer issues and manage cost impact.
Implementing service strategies for a given product to improve its repairability and maintenance.
Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.